Wednesday, December 23, 2009

Merry Christmas!


Merry Christmas from The Training Source, Inc.
Wishing you every happiness this Holiday Season and prosperity in the New Year.


Luke 2:9-12

And an angel of the Lord appeared to them, and the glory of the Lord shone around them, and they were filled with fear. And the angel said to them, "Fear not, for behold, I bring you good news of a great joy that will be for all the people. For unto you is born this day in the city of David a Savior, who is Christ the Lord. And this will be a sign for you: you will find a baby wrapped in swaddling cloths and lying in a manger."

This is What it's All About!

I received the below unsolicited email after presenting a workshop in Lexington, KY last week.

Frank I just wanted to give you some feedback about your class you held in Lexington @ Ramada inn on Friday 12-18-09. It was the best class I have been too by far! You were able to keep my attention and the remaining class members attention. The information you covered was more helpful to me as a contractor than the usual items other speakers use. You know when I go to a class I want to hear how I can become the best contractor I can? Well you made me feel like I have the tools & knowledge to be successful and that’s more than I have ever received out of any other speaker. I will be back to your class and I’m just like what you said yesterday I can find a cheaper class but I would rather pay a little more & have a good experience & that is what I’m going to give my customers. I will be back in your classes. Thank You!


William Perry - Rimar Electric LLC

Wednesday, December 9, 2009

Press Release for Customer Care Plus

NEW “REAL TIME, CUSTOMER FEEDBACK” MANAGEMENT SYSTEM Do you know what your customers like about your business and what they dislike? Do you know how your business compares to other contractors around the country in customer satisfaction? Do you know when one of your customers is unhappy with your service and is about to defect to a competitor? Statistics show that for every complaint received, the average business has another 26 customers with problems, at least six of which are serious. 96% of customers who’ve had a bad service experience don’t report it, and 91% of those unhappy customers don’t come back. So how do you reduce the number of customer leaving your business? A real-time customer satisfaction management program that monitors your customer’s experiences is a must. In today’s world of instant communication and social media, the traditional methods of follow-up post cards are too slow in providing feedback and outbound phone calls have become too intrusive. An automated web based or toll-free phone survey system is the solution.

Customer Care Plus is just such a system and was introduced by the Training Source at the recent Comfortech show, winning the 2009 Showcase Award. The Training Source, a training and consulting company that offers training and business services for contractors has partnered with Mindshare Technologies to develop the first of it’s kind, real-time customer experience measurement system. “Without having to make phone calls, mail out surveys, collect data or rely on technicians to hand out surveys, our system allows a contractor to get immediate feedback on the customers satisfaction with your service or installation”, says Frank Besednjak, President and CEO of The Training Source. According to Besednjak, the program is very similar to the system used in many restaurants and hotels whereby there is an incentive driven response requested from the customer. The customer has an option to go to a website or call a toll-free number and in about three minutes, respond to several questions on their experience with the customer service rep, the technician, contractor or installer. Within seconds, the contractor will have the survey results online. Exceptionally low scoring surveys trigger an alert and an email is sent to the service manager for immediate follow-up with the customers, before they can defect. Customers who have problems and complain or complete a survey are giving you a chance to keep their business. Surveys show that you can win back between 54% and 70% of these unhappy customers by resolving their complaints well and promptly. The contractor has the option of looking at customer data by location, by technician and by specific questions.

“What’s really great about this system is that you’re now able to identify key training areas simply based on the type of responses you get to each question. We even have a question that asks if the service technician explained the benefits of other services and products available to the customer. This allows the manager to know if his people are promoting service plans, or accessories. Once you’ve established some history, you’ll also be able to compare your statistics with the national averages” says Frank Besednjak.

You can see a demonstration of the system by visiting http://www.customercareplus.com/ or calling 1-800-691-0048 to experience the survey over the phone. When prompted, please enter location code 0000 and then technician code 001. To view a sample of the reports that are available, please visit http://www.mshare.net/. At the top right of the screen, click on the customer login button. Enter user name: demo.user@customercareplus.com and the password is: Password. From the landing page, you can visit our tutorials on the left side of the screen that teaches you about the interface and how to generate the different reports. On any report, the magnifying glass on the right expands the survey results on each record and the exclamation point lets you listen to audio recordings or text files of the customers comments. There is data for only one location and three techs in the system. You can filter on tech 001, 002, 003 or all techs combined. The Training Source will also offer options for ongoing consulting and customer service training to ensure that the customer experiences that the contractor provides keep improving.

Besednjak commented: “I have spent over twenty-five years in customer service management and have been totally dedicated to improving the profitability and professionalism of the contracting industry to a level equal above other professionals. We can now determine why we have callbacks, how we answer the phone, if we arrived on time, if the technician was pleasant and friendly and much more. With the Customer Care Plus system, you now have the tools available to make it happen!” For additional information go to http://www.customercareplus.net/ or call Frank Besednjak at 888-538-5383.

Monday, December 7, 2009

Pearl Harbor - story copied from "Think Quest"


It was December 7, 1941 --- an ordinary Sunday morning in Honolulu, Hawai'i. Just before 8:00 a.m., amidst peace and quiet and without warning, Japanese aircraft filled the skies and attacked Pearl Harbor and other military bases on the island of O'ahu. Thousands of people were killed and the United States plunged into World War II. Why did the Japanese attack Pearl Harbor? Were there warning signs? Why were so many killed?

In the 1930's, Japan was overcrowded and needed more living space for its population of over 60 million people. The world was in an economic depression and Japan's industries were in trouble. They needed natural resources such as steel, oil, and rubber. They also needed farmland to grow food.

To solve Japan's problems, Japanese military extremists agreed that Japan needed to expand and take over countries like China to gain needed resources. In 1931, Japan invaded and conquered Manchuria, a region in northern China. Six years later Japan launched a full scale attack on China. Japan was quickly becoming a great military power and planned to control all of Asia. Although alarmed by this action, neither the United States nor any other nation with interests in the Far East was willing to use military force to stop the Japanese expansion.

War began in Europe two years later. Japan joined Nazi Germany in the Axis Alliance and watched as Nazi armies controlled more of Europe. In Southeast Asia, Japan set its sights on European colonies rich with natural resources. But the United States had an interest in Asia, too, and was not going to let Japan dominate the Pacific.

Japanese leaders believed an oil embargo by the United States was a threat to their nation's security. A decision was made by these leaders to destroy the only force America had to stop the Japanese --- the United States Pacific Fleet at Pearl Harbor.

Admiral Isoroku Yamamoto, commander in chief of the Japanese navy, was in charge of planning the first attack against the United States. He took aircraft, pilots, and ships from the war in China and put them in training for a massive surprise air attack on Pearl Harbor.

On November 26, 1941, over 30 Japanese warships consisting of destroyers, aircraft carriers, cruisers, battleships, numerous supply vessels, and submarines headed for Hawai'i. Yamamoto's plan, to sail his ships through the seldom used route in the North Pacific worked and the mighty Japanese fleet cruised undetected two hundred miles off of Hawaii.

The American military was well aware that a surprise attack on Hawai'i was possible and they thought they were prepared. Army fighters at Wheeler Air Field guarded the sky while bombers at Hickam Field stood ready to strike an enemy fleet long before it could reach attack position. Military leaders believed that the greatest danger was not air attack but saboteurs. To make their aircraft easier to guard, they were parked wing-tip to wing-tip in the middle of the airfield.

On the morning of December 7, 1941, at 6:15 a.m., the first wave of 184 Japanese planes took off from the Japanese aircraft carriers. At 6:30 a.m., the destroyer Ward sighted a submarine in restricted waters off of Pearl Harbor and opened fire. She sank one of the 2-man midget submarines that were part of the Japanese attack force. Ward radioed naval headquarters, "We have attacked, fired upon, and dropped depth charges on a submarine operating in defensive sea area." Minutes later, radar operators on the north coast of the island detected a large flight of incoming planes and notified the information center at Fort Shafter. The officer on duty there assumed that they were the American B-17 bombers due in that day from California. The radar had actually detected the Japanese strike force.

At 7:55 a.m., the code word, "Tora! Tora! Tora!" was shouted over the radio and waves of Japanese fighters and bombers began to swarm over the island --- their main target, Pearl Harbor. One hundred forty-five vessels of all kinds were docked at Pearl Harbor, from small boats to battleships. The Japanese hoped that United States aircraft carriers were also in port at the time of the attack but they weren't --- the carriers Lexington and Enterprise were out at sea delivering aircraft to Wake and Midway Islands. The main targets then became the battleships that were lined up at Ford Island in the middle of Pearl Harbor --- "Battleship Row".

On Monday, December 8, 1941, President Franklin D. Roosevelt called together the nation's senators and congressmen. He asked them to declare war on Japan for an "unprovoken and dastardly attack." Although most Americans felt they should also declare war on Germany and Italy, Roosevelt did not, since there had been no direct attack on the United States by those two nations. The problem was solved, however, when Adolf Hitler of Germany and Benito Mussolini of Italy both declared war on the United States a few days later. Plans were being made to fight a war the United States had not wanted.
My Comments - No one wants war, it is a last resort. With the exception of Viet Nam and recent events, the United States has never gone to war without planning a complete and overwhelming defeat of our enemies. Unfortunately, it seems to me that concept of war recently is not to wipeout and destroy the enemies of the United States, we are much too concerned about the rights of our enemies and whether our actions are acceptable to the opinions of other countries than we are our own military. I served my time in the military, and I know we have the most advanced and powerful military in the world. They are trained and ready to go and defeat the enemies of the United States, they are not trained to "nation build" or be politically correct. Politicians, please don't tie the hands of our military, tell them to get the enemy, and let them do their job.

Thursday, December 3, 2009

A Tool That Tells You What Customers Think, Right Now!!


After years of development, it is finally here! Customer Care Plus, the first and only "Timely" Customer experience measurement system. Showcase Award Winner at Comfortech 2009!

People have a natural reaction to bad news, they don't want to hear it. In fact, most people would prefer it just goes away. So, you are probably asking . . . Frank, why do you offer a product that will give you bad news?
Ever go to a professional baseball game? Think about how many times during that game you looked at the scoreboard, sometimes after every pitch, just to see if it was a ball or strike. Most people want to know if their team is winning, losing, catching up, improving, declining or whatever. We like constant feedback, but we don't like failure. I sincerely believe, those of us whose destiny is to become successful want to know how we are doing, moment by moment if possible. Those whose destiny is to eventually fail, are so concerned about getting caught doing something wrong that they fail to understand the importance of measuring. Plus isn't great to be caught doing something really well also? I want to hear that too!
So what is Customer Care Plus?
Without having to make phone calls, mail out surveys, collect data or have to rely on technicians to hand out surveys, our system allows a contractor to get immediate feedback, sometimes within minutes on how the customer believed the service and or installation experience went with minimal effort or time involved. The manager will now have the tools available immediately to identify key areas in customer service that may need training or attention
Is Customer Care Plus for everyone in contracting? No, in fact I would prefer that if a potential client does not have the will to change or modify the way they do things in response to customer reports, please don't call us, I don't want you to spend money on something that accomplishes nothing.
This program is very similar to the system used in many restaurants and hotels whereby there is an incentive driven response that is requested from the customer. The customer now has an option to go to a website or call a toll free number and in less than three minutes, respond to several questions on how their experience went with the technician, contractor or installer. Within a few seconds, the contractor will have the information available on line.

Want to know more? Go to: http://www.customercareplus.net/ or call 888-538-5383 and ask for Frank.